Documentation

How is a ticket that has been closed several times reported?

Author: Łukasz Strumiński

Created: 2023-06-16. Updated: 2023-06-16.

The "Number of closed tickets" report verifies the current status of tickets. For example, if we write back to the customer and close the ticket, it will appear in the report for that day as a closed ticket. If the next day the customer writes a message within this ticket then its status will be changed to "New". When analyzing the report of closed tickets from the previous day, the ticket will not appear in the statistics, as it is currently treated as a new ticket and not a closed one.

If a ticket is, for example, closed 3 times during the day (because, for example, the customer inquired about the service), it will be counted in the report as one closed ticket, not three.